Achieving Excellence Across All CG-CAHPS Core Measures: Lessons from Top-Performing Medical Practices
A Webcast Presented by the CAHPS User Network October 22, 2014 1:00 – 2:00 pm EDT
CAHPS Webcast Series
• Consumer Assessment of Healthcare Providers and Systems (CAHPS) Program • Funded primarily by the Agency for Healthcare
Research and Quality (AHRQ)
• Develops standardized surveys and related products, including the CAHPS Database
• CAHPS Surveys • Assess patients’ experiences with care
• Developed for both ambulatory and facility-based care
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CAHPS Family of Surveys
Facility Surveys Hospital In-Center Hemodialysis Nursing Home
Ambulatory Care Surveys Clinician & Group (CG-CAHPS) Health Plan Surgical Care ECHO® (Behavioral health)
Dental Plan American Indian Home Health Care
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Our Focus Today
Highlight success stories from two medical practices to help answer:
What does it take to achieve scores above the 90th percentile on
all CG-CAHPS core composite and rating measures?
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Today’s Speakers
• Mon L. Yee, MD, Family Medicine, Meriter DeForest-Windsor Clinic, DeForest, WI
• Julie Susi, Manager, Breast Care Specialists of Maine, Portland, ME
• Dale Shaller, Managing Director, CAHPS Database; Shaller Consulting Group, Stillwater, MN (Moderator)
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Need Help?
• No sound from computer speakers? • Join us by phone: (866) 823-1364 • Conference ID #: 8562719
• Trouble with your connection or slides not moving? • Select F5 to refresh your screen. • Log out and log back in.
• Other problems? • Use Q&A feature to ask for help.
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Rising Importance of CG-CAHPS
• Public reporting • Federal, regional and community initiatives
• Value-based purchasing • Medicare and private sector
• Recognition and certification programs • Medical homes and medical boards
• Quality improvement
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CG-CAHPS Survey
• Core measures: • Access to care and information
• Provider communication
• Interactions with office staff
• Rating of provider
• Survey versions: • Visit version
• 12-Month version
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CG-CAHPS Comparison Data
• CG-CAHPS comparison scores come from the national CAHPS Database • Free service open to all users of CG-CAHPS and
CAHPS Health Plan Surveys on a voluntary basis
• Comparative results available through: • Online Reporting System
• Annual Chartbooks
• Research data files
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CG-CAHPS Percentile Distribution 2013 Adult Visit Version
10th Percentile 50th Percentile 90th Percentile
53%
86% 86%
72% 67%
92% 93%
82% 79%
96% 97% 90%
Getting TimelyAppointments, Care, and
Information
How Well ProvidersCommunicate With Patients
Helpful, Courteous, andRespectful Office Staff
Patients’ Rating of the Provider
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